Member Service Center Representative

Consumers Credit Union; Kalamazoo (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Excellent health, dental, and vision

401(k) plan with employer match

Generous paid time off

In-house training and wellness program

Tuition reimbursement

Loan discounts

Job summary

Consumers Credit Union is seeking a proactive Member Service Center Representative (MSCR) to provide exceptional service by phone, help members with inquiries, and promote products aligned to their financial needs.

Ideal candidates are detail-oriented, personable, and able to navigate multiple software environments. The role emphasizes cross-selling and building long‑term member relationships within a supportive team.”

Qualifications

• High school diploma or equivalent.
• Excellent written and verbal communication skills.
• Knowledge of current technology and ability to navigate multiple software environments.

Responsibilities

• Provide excellent member service over the phone.
• Respond promptly to member requests and inquiries.
• Build relationships with members to grow the membership base.
• Use empathy and build rapport on each interaction.
• Listen actively to determine member needs and educate on products.

Skills

Communication skills

Attention to detail

Cross-selling

Technology proficiency

Education

High school diploma or equivalent

Job description

Member Service Center Representative

The Consumers Credit Union team is looking to hire a passionate Member Service Center Representative (MSCR) to join our team. As an MSCR, you will provide exceptional service to enhance member relationships and exceed member expectations over the phone.

Our ideal candidate has a great attitude, strong attention to detail and can effectively cross-sell products and services to our members to meet their financial needs. This role needs to have the ability to make decisions.

As an employee of Consumers Credit Union, you are genuine and passionate. You are purposeful and like to be the solution, but more importantly, you are a servant leader.

What you will do:

• Provide excellent member service.
• Respond to all member requests and service inquiries in a prompt and efficient manner to provide superior member service.
• Consistently establish and build relationships with members to grow overall membership base.
• Use empathy and build rapport on each interaction.
• Actively listen to determine member needs.
• Educate members on products and services.
• Achieve and track individual/team sales goals set for the position.
• Recognize and act upon cross sell opportunities.
• Provide support (Online Banking, Text Banking, Bill Pay, etc.) to members, including demonstrations.
• Open new accounts for members.
• Refer new Business Account relationships and perform account maintenance.
• Make loan referrals and assist members with general loan questions.
• Answer member emails with professional and accurate written communication.
• Operate phone system and meet expected call handling statistics (ready-time, handle ratio, etc.).
• Demonstrate knowledge of all Consumers products and services.
• Uphold member confidentiality and follow security guidelines.

What you'll bring to the table:

• High school graduate or equivalent.
• Professional appearance, builds rapports with members, and enjoys working with people.
• Excellent written and verbal communication skills.
• Knowledge of current technology. Able to easily navigate multiple software environments.

What you didn't know about the team:

You canoften find MSCRs enjoying potlucks, taking wellness walks together, or engaging in friendly competitions. You'll find the people here enjoy an unusual high level of camaraderie.

Perks:

• Consumers offers outstanding health, dental, and vision plans and an excellent health insurance plan, which features low copays at the doctor and a low deductible for major medical.
• A 401(k) plan that provides a 100 percent match up to your first 10 percent of contribution following 60 days of employment.
• Plus generous paid time off, in-house training, wellness programs, life coaches, tuition reimbursement, and more.
• And don’t forget, loan discounts.

We are committed to Equal Employment Opportunity.

We are a proud Veteran& MilitaryFriendly Employer.